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Services Quality of Islamic Banking: An Investigation in Tripoli, Libya

Abuhelgha, Suhaib (2010) Services Quality of Islamic Banking: An Investigation in Tripoli, Libya. Masters thesis, Universiti Utara Malaysia.

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Abstract

The objective of this study is to examine the influence of service quality dimensions namely, tangibility,reliability, responsiveness, assurance, and empathy, of Islamic banking on customer satisfaction. Questionnaires are designed and distributed to customers of an Islamic bank in Tripoli, Libya. Multivariate statistical analysis is performed to analyze the data of this study. The results of the regression analyses indicate that all of the five hypotheses tested are supported. There is a positive effect and significant relationships between the five dimensions of service quality and customer satisfaction. The direct positive and significant relationships confirm the influence of service quality on customer satisfaction of the Islamic bank in Tripoli, Libya.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Islamic Banking, Relational Marketing, Concept Relationship Marketing
Subjects: H Social Sciences > HG Finance
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 26 Dec 2010 07:27
Last Modified: 24 Apr 2016 02:23
URI: http://etd.uum.edu.my/id/eprint/2212

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